Free-to-use routers are exactly that – free to use for as long as you are with Mweb and using the relevant service. Should the router break, be stolen, or damaged through lighting, we`ll replace it for free up to a maximum of 2 occasions. If you choose to cancel your service, you will incur a charge for the router unless it is returned to us in its original condition and packaging.
Fibre
Free-to-use Router
• You must return the router to Mweb within 20 days from the time your service is deactivated (turned off at the end of your one months’ notice or your Mweb Fibre order is cancelled).
• If the router is not returned within 20 days, you will be billed R699, and it will become your property.
• When returning the router, your name, email address and Mweb customer number should be included. If this information is not included, we will not be able to identify if you returned it.
• No routers will be accepted after 20 days.
• If you request Mweb to collect the router, this will incur costs.
• All courier costs involved in returning the router are for your account.
• You will be charged the retail value of the router.
• If you choose to keep the router and pay for it, it now belongs to you. Mweb will not assume any responsibility for damages, losses, or faults related to the router.
• The warranty will be void when it becomes your property and it will not be insured by Mweb.
What you need to know when cancelling
If your order is not activated and you decide to cancel
• If a router has been delivered, please ensure it is returned within 20 days of your order cancellation.• If the router is not returned, you will be billed R699.
Please note: Clawbacks may apply.
If your product is active
• Mweb has a calendar month cancellation policy.• As of the 1st of March 2024, all Fibre sign-ups include a Free-to-use router.• If you have opted for a Free-to-use router, upon cancellation you have 20 days to return your router.• If the router is not returned, you will be billed R699.• Clawbacks may apply.Please note: If your service was suspended due to non-payment, you will be required to return the router. If it is not returned, you will be billed R699.Placing a cancellation• You can place your notice of cancellation one calendar month before the date of cancellation via your online account.• If your service has been suspended due to non-payment you will have 30 days to make payment and restore your service.• If you do not settle your account within 30 days, Mweb will cancel your service, and this will be seen as a standard cancellation and all the above rules will apply.• If you wish to reactivate your service after cancellation you will be liable for all reconnection fees and administration fees involved.Please note: All Mweb deals are subject to change without prior notice. This includes our terms and conditions regarding costs, deals, or package structures for all our service providers.Router Return
What to include when returning your router
• We only need the Fibre free-to-use router returned.• Please do not remove the ONT box (the Fibre box they installed onto your wall). We only need the freestanding router.• Take the original cables such as the original power supply and ethernet cables. If not returned, this will incur costs.• Please include your Mweb account number, full names, ID, address, email, and mobile number as we need to identify you returned your router.
Where to drop it off/send it to;Centurion:
Nology, Unit 3 Louwlardia Business Park, 122 Bavaria Rd, Louwlardia, Centurion, 0157
Business hours: Monday to Thursday 08:00 to 17:00 and Friday 08:00 to 16:00
Please follow the board to go to the Warranties Office.Cape Town:
Nology, Unit 2, Garnet Park, 6 Drill Ave, Montague Gardens, Cape Town, 7441
Business hours: Monday to Thursday 08:00 to 17:00 and Friday 08:00 to 16:00
Ask for Venessa at reception.Using a courier service?
• We will not collect your router at any collection courier pick-up points. This must be a door-to-door drop-off.
• When using your own service, please ensure that you select the "to-door" option.
• Please fill out the waybill correctly and ensure you include the above-mentioned note with your details (customer code/ID, address, email and mobile number) so we can identify your router and ensure you are not billed for it.
- NB: Nology offices are our Logistics and Warehousing partners. They are not Mweb satellite offices and cannot assist with any support/sales queries.
